Are you measuring customer satisfaction as per ISO 9001

Measuring customer satisfaction is vital for growth in any organisation; it provides insights into what works and offers opportunities for optimisation. Customer satisfaction is essential for improving loyalty rate, reducing costs and retaining your customers.

Customer satisfaction is closely linked to revenue and repeat purchases.To reduce or completely eliminate this, you need to measure customer satisfaction on an ongoing basis. Tracking changes in satisfaction will help you identify if customers are actually happy with your product or service.

Social Media Metrics:

Customers are more vocal on the social media, today. They flaunt their purchases online while dissing the brands who dissatisfy them. Social media is a two-way sword. Keeping that in mind, it can be used to understand what the customers are saying about your product. Most social media platforms come with a business account facility that provide an analytics dashboard. Observe your audience and focus on their comments, on their recommendations. Customer support teams can gather these data and formulate strategies to improve the satisfaction/engagement levels for better social media presence. 

Net Promoter Score:

According to a study in 2020, 64% of customers are more likely to recommend a brand to their friends or families if it offers simpler experiences and communications. The net promoter score or the NPS revolves around this point. 

NPS was introduced to fill in the gaps which CSAT couldn’t. NPS determines how likely a customer will recommend a particular product/service to their friends. The scale ranges from 1-10 where 1 denotes not at all likely and 10 denotes extremely likely.

NPS is determined upon the basis of an emotionally motivated question. Thus, the response rate is higher and often unsatisfied customers never miss an opportunity to answer these surveys. Perhaps, utilize this opportunity to retain certain customers and make an impact on them with unquestionable customer service.

Overall Satisfaction Measure (Attitudinal)

This question reflects the overall opinion of a consumer’s satisfaction experience with a product he or she has used.

The single greatest predictors of customer satisfaction are the customer experiences that result in attributions of quality.

Perceived quality is often measured in one of three contexts:

• Overall quality.
• Perceived reliability.
• Extent of customer’s needs fulfilled.